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puzzlezaddict's avatar
puzzlezaddict
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11 months ago

Re: SIMS 3 - Invalid Base Game Code from Steam and Missing Free Sim Points

@613d66288369891a  You're right that uninstalling is completely unnecessary here.  The only problems are with the Store site and EA servers, not anything on your computer.

Can you download content from the Store?  Even if you don't want to buy points right now, it's worth testing, and Riverview is free.  Even if you can, the base game issue should still be addressed, but if you can't, that's all the more reason for support to help.

I would suggest contacting EA customer support, again, and asking that the base game be added back to your account because it's not appearing correctly.  Support should be able to do this if you provide proof of ownership, which in this case should be as simple as posting a screenshot of your Steam library with your username and base game CD key showing.  I'd suggest providing a screenshot of the Store page where your base game doesn't show up as well.

I would strongly recommend using live chat rather than email.  If you don't see the option, try this link:

https://help.ea.com/en/help-contact-us/?product=the-sims-3&topic=missing-game&category=manage-my-account&subcategory=find-missing-game

Make sure you're signed into an EA site (this one is fine) before clicking the link and that the location in the lower-right corner of the browser window is set to U.S. or U.K.

4 Replies

  • 613d66288369891's avatar
    613d66288369891
    11 months ago

    Hey! Thanks for your response. Greatly appreciated!

    I have been able to download and install Riverview and other free EP Registration Gifts from the store without any problems so far, but I will try your suggestion and resubmit another ticket. For my last two support tickets, I was able to talk to Live Agents but my issue with the base game was not solved properly and, on top of that, an issue with free Sim Points arose. I was made to believe that there wouldn't be any problems even if my base game code was invalid during my first support ticket. For the second one, as you have said, gave me an unnecessary troubleshooting solution. I just checked my most recent ticket and the customer support closed it already too, so I am not sure if EA would still be able to reach out to my closed ticket. I'm very disappointed. ☹️

    Anyway, thank you very much for your suggestion! I'll get on EA support live chat again right now and hope that they finally resolve at least one of my issues.

  • 613d66288369891's avatar
    613d66288369891
    11 months ago

    Hi, again! I contacted Live Chat support and sadly, my frustrations only grew stronger.

    The first support redirected me to contact steam, but steam has a FAQ regarding invalid game keys which states that I should contact EA instead. I just feel like I am being tossed around.

    The second support, on the other hand, tried their best to look into my issue. They said that I did have the Sims 3 Game on my EA account, but I do not remember registering the game key on my EA account/app PRIOR to trying it out first on the Sims 3 Store Page. I asked them if they could add/register the game officially for me in the website as it seems to be a Sims 3 Store Page bug, but they said they could not do that for me as it was an automated process. Here are some of their verbatim replies:


    "Chetna (7/20/2024, 3:37:45 PM): I do agree but the game is there on your EA account. I would request you to please try to contact the retailer as game is there on your EA account, there is no need for the game to be visible on the store."

    "Chetna (7/20/2024, 3:40:34 PM): i apologize as we will not be able to make those changes from our end. I have tried to cross check all the details with my team."

    "Chetna (7/20/2024, 3:45:19 PM): I am sorry but this is an automatic process and since the game is there on your EA account we will not be able to make much changes on the store page from our end."

    The reason why I wanted it to appear to my Store Page is that it may be the reason why I could not redeem the free Sim Points I am entitled to. Moreover, this was the 4th support I've been in contact with and none of my issues got resolved. I don't understand as to how they are unable to just add the game for me in the Sims 3 Store Page. The support already verified that I indeed have the game, so what's the problem?

  • TootieCz's avatar
    TootieCz
    11 months ago

    I have the problem with SimPoints. I did not recieve them, so I had a chat with support.

    ( 39m 27s ) Kuldeep: Our in game team is however collecting data from the community forums and are examining solutions if they determine enough customers have the problem and the problem is technically addressable with a patch, or if a work around is possible. As of now for you I’ve made detailed case notes of this report and forwarded to concerned department who will further investigate the matter and our team will add the sims points on your account.

    After few hours from the chat, I see my case marked as "No fix aviliable", But the person said otherwise.

    I'm confused.

  • 613d66288369891's avatar
    613d66288369891
    11 months ago

    @TootieCzThe second customer support I've talked to also said that she would relay my concerns to the studio, but then saw that she closed my case with "No fix". I was expecting that they would at least leave the case open so that the studio could contact me with my issues somehow, but it seems like the case just got ignored because there was no fix. Moreover, I talked with 4 different customer supports through live chat, and all of them gave different solutions and responses. It's like they didn't know what they were doing or that they didn't have a protocol for such cases or something, except for the last customer support who at least tried to be honest that they can't do anything about it. The responses were all over the place and even making me do unnecessary troubleshoots. ☹️

    I hate to burst your bubble but based on their replies to me, it seems like our issues won't be dealt with ever.

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